Technical Support Specialist
4 weeks ago
**Job Summary:**
Vodastra is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support and troubleshooting assistance to internal and external users. This role involves diagnosing and resolving hardware, software, and network-related issues, as well as maintaining IT systems.
**Key Responsibilities:**
* Provide timely and effective technical support via phone, email, chat, or in-person, resolving hardware and software issues across desktops, laptops, printers, mobile devices, and other equipment.
* Diagnose, troubleshoot, and resolve a wide variety of hardware, software, and network issues for end-users. Escalate complex problems to senior team members or external vendors as necessary.
* Perform routine checks and maintenance of IT infrastructure, including updates, patches, and system health monitoring.
* Record, manage, and resolve service requests and incidents through a ticketing system. Ensure issues are accurately logged, prioritized, and closed promptly.
* Provide guidance and training to users on new software, tools, or systems. Create and maintain technical documentation, FAQs, and user guides for both users and IT staff.
* Assist in the setup, maintenance, and troubleshooting of network devices, including routers, switches, and wireless access points.
* Install, configure, and troubleshoot software applications and updates across multiple platforms (Windows, macOS, etc.).
* Maintain an inventory of IT assets, ensuring all equipment and software licenses are up to date and properly tracked.
**Requirements:**
* Minimum of 5 years of experience in a help desk or IT support role.
* Strong proficiency in troubleshooting hardware and software issues, including operating systems (Windows, macOS, Linux), Microsoft Office Suite, and various enterprise software.
* Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPNs) and basic network troubleshooting.
* Strong analytical skills with the ability to identify problems, research solutions, and resolve issues efficiently.
* Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users clearly.
* Strong customer service orientation and the ability to manage challenging situations with patience and professionalism.
* Ability to work independently and as part of a team, often under pressure.
**Preferred Qualifications:**
* CompTIA A+, Network+, ITIL, or similar certifications.
* Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications.
**About Vodastra:**
Vodastra is a dynamic and innovative company that values its employees and provides a supportive work environment. We are committed to delivering exceptional IT services and solutions to our customers.
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